Guest Services Representative-TownePlace Suites Gainesville, GA

Base Pay Range

$14.00/hr - $15.00/hr

Respond in a professional and courteous manner to arriving, departing and in‑house guests by providing accurate and timely information and services. Handle telephone and in‑person inquiries regarding reservations, hotel information, and guest concerns. Deliver warm, knowledgeable service that reassures guests they’ve made the right choice to stay with us.

• Greet and welcome guests upon arrival; register guests into the computer, verifying reservation, address, and credit information; promote the guest program and provide recognition to current members.
• Accept payment for guests’ accounts at registration and checkout; maintain a house bank, deposit receipts daily and provide accurate reports.
• Issue keys and control entrance of safety deposit boxes; post miscellaneous charges as requested.
• Promptly respond to and resolve guest complaints.
• Answer telephone calls promptly, politely, and courteously.
• Handle reservations, check‑ins and check‑outs accurately and efficiently.
• Assist with shuttle or transportation service as needed.
• Assist guests with luggage, local area information, hotel services, messages, wake‑up calls, mail, faxes, laundry/dry cleaning needs, and VIP procedures.
• Follow all applicable Company Standard Operating Procedures and perform other assignments as directed by the General Manager.
• Maintain open communication with all departments and respond positively to new ideas and feedback.
• Adhere to work rules, procedures and policies; ensure safety and security, proper handling of keys, and compliance with emergency procedures.
• Demonstrate sales skills by offering rooms, upgrades, and hotel amenities; maintain inventories and promote franchise programs.
• Ensure accurate credit processing and cash flow controls, including verifying reservations, obtaining approval codes, and recording special billing instructions.

• High School diploma or equivalent.
• Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards.
• Fluency in the primary workplace language; strong verbal and written communication skills.
• Basic computational and computer skills.
• Extensive knowledge of the hotel’s services, facilities, and local attractions.
• Ability to stand, walk, and use a computer for extended periods; ability to lift up to 15 lbs occasionally.
• Manual dexterity to operate office equipment and handle cash or credit.
• Strong problem‑solving and customer‑service skills.
• Flexible schedule availability including nights, weekends, or holidays.

• Salary $14.00–$15.00 per hour based on experience.
• Team‑driven, values‑based culture.
• Vacation & holiday pay.
• Same‑day pay available.
• Employee Assistance Program.
• Reduced room rates across the portfolio.
• Third‑party perks (movie tickets, attractions).
• 401(k).
• Flexible spending account.
• Life insurance.
• Parental leave.
• Referral program.

Entry level

Full‑time

Other – Hospitality